Dialogue Cloud

How to Configure Queued Callback

Note: An Enterprise license or higher is required to access these features.

Introduction

With QueuedCallback The QueuedCallBack feature enables the customer to leave his / her number while waiting in the queue in order to get called back by an available contact center agent. the customer can leave their number and disconnect the call but remain in queue. As soon as it is their turn in queue, an Agent with the appropriate Skill will be hunted. Once the Agent answered he will hear a dial tone and the UCC A Unified Contact Center, or UCC, is a queue of interactions (voice, email, IM, etc.) that are handled by Agents. Each UCC has its own settings, IVR menus and Agents. Agents can belong to one or several UCCs and can have multiple skills (competencies). An UCC can be visualized as a contact center “micro service”. Customers can utilize one UCC (e.g. a global helpdesk), a few UCC’s (e.g. for each department or regional office) or hundreds of UCC’s (e.g. for each bed at a hospital). They are interconnected and can all be managed from one central location. calls the Customer.

If the Customer declines the Call, the Call will be retried through scheduling a regular Callback The CallBack feature enables the customer to leave his / her number to be called back by an available agent during business hours.. This regular Callback will not keep the queue position.

If the call goes to Voicemail, or if the Agent wants to retry the Call for another reason, the Agent can press the "*" (Star) key to retry the Call through scheduling a regular Callback.

Regular Callbacks are scheduled through the CampaignDialer, learn more.

 

Prerequisites

  • Core version 6.4 or higher

  • SharePoint template 6.0.5.0 or higher

 

How to Configure QueuedCallback

QueuedCallback is built on top of regular Callback, so make sure regular Callback is configured: